LLM Onboarding & Customer Success Specialist

At Toma, we’re building something unorthodox—a fully AI-driven workforce for the $2T automotive space.

Our small team (from Scale AI/Uber, Braze, Columbia, Berkeley, and Waterloo) spent months living and breathing dealerships to learn the ropes.

We’ve built an in-house voice AI and agentic workflow orchestration platform, grown $100k ARR MoM purely through word-of-mouth, and raised capital from the best of the best investors in Silicon Valley on our way to create the world’s first “ghost dealerships.”

🚀 About the Role

We’re looking for a Customer Success Engineer who sits at the intersection of AI knowledge and client-facing execution. You’ll guide our customers (automotive dealerships) through setup, onboarding, and adoption — while also leveraging your knowledge of LLMs, prompt engineering, and AI workflows to ensure they get real value from our platform.

This role is perfect for someone who enjoys building client relationships, owning the onboarding process, and tweaking prompts, workflows, or settings to get the best results for their clients.

🔧 Responsibilities

AI-Powered Onboarding

• Guide new dealerships through onboarding, setup, and first value realization.

• Translate business needs into AI-driven workflows and prompt configurations.

• Educate customers on best practices for interacting with LLMs and voice AI features.

Prompt Engineering & Optimization

• Refine AI prompts and workflows for dealership-specific use cases.

• Partner with product and engineering to tune agent behavior based on customer feedback.

• Document and standardize successful prompt frameworks.

Customer Support & Success

• Triage and respond to customer support inquiries, especially those related to AI behavior, prompt confusion, or configuration.

• Track usage patterns to proactively guide customers toward higher adoption.

• Collaborate with Customer Ops to improve internal tooling and automation.

• Own a growing portfolio of dealership accounts post-onboarding.

• Build strong, consultative relationships to understand goals and surface new needs.

• Monitor account health and usage data to proactively address churn risks or expansion opportunities.

✅ What You Bring

• 5+ years in Customer Success, onboarding, implementation, or support at a SaaS company

• Strong familiarity with LLMs, ChatGPT, prompt engineering, or agent workflows (even personal tinkering counts!)

• Ability to communicate complex AI concepts in simple terms to non-technical users

• Highly organized and proactive in customer follow-ups

• Bonus: Experience in automotive, dealership tech, or operations

🌱 Why Toma?

• Work at the bleeding edge of AI and agentic tech

• Shape the customer journey from the ground up

• Small, tight-knit team with tons of autonomy

• Fast growth, big ownership